Support Offerings

Support from the Virtualization and Cloud Infrastructure Experts

As part of the VMware Services family, Global Support Services works in conjunction with VMware Consulting Services, VMware Education Services and VMware Certification Services to accelerate return on investments while mitigating risk. VMware employs the largest technical force dedicated to virtualization and specializes in the support of highly complex, varied, heterogeneous and mission-critical virtual and cloud computing environments.

The combination of VMware customer-proven virtualization and cloud infrastructure solutions, and world-class Global Support Services enables customers and partners to follow an evolutionary path to cloud computing. By preserving existing application and infrastructure investments while accelerating realized value from a cloud computing approach, customers can achieve efficiency through utilization and automation, agility with control, and freedom of choice. To meet the needs of organizations—large and small, global and regional—VMware offers the support options below.

Support Requests filed bypass Level One to a designated priority support queue that is staffed by Specialist Senior Support Engineers.

Support Requests filed bypass Level One and will be routed to your assigned Senior Support Team during local business hours and by a pool of senior level engineers during off hours.

Not Available

Point of Contact

Assigned Account Manager and Specialist Senior Support Engineers.

Assigned Senior Support Engineer

Not Available

Customer Support Plan

Yes

Yes

Not Available

Support Review Meetings

Daily, Weekly or Monthly (As Desired)

Monthly

Not Available

Customer Site Profile

Yes

Yes

Not Available

Root Cause Analysis

Yes

Yes

Not Available

Support for Migration and Updates

Yes

Yes

Not Available

Quarterly Business Reviews

Yes

Not Available

Not Available

Prerequisites

Requires VMware Production Support in place for all VMware products to be covered and supported under VMware Mission Critical Support. One customer contact must be VCP certified. A VMware TAM is required.

Requires VMware Production Support in place for all VMware products to be covered and supported under VMware Business Critical Support. One customer contact must be VCP certified.

[1] "SaaS Update" means a subsequent release of the SaaS product which VMware generally makes available for its SaaS customers with an active SaaS product’s license and support contract at no additional fee. SaaS Updates may contain, but are not limited to security fixes, critical patch updates, general maintenance releases, selected functionality, and documentation updates. SaaS Updates do not include any product release, option, service or other SaaS product that VMware licenses separately. For more details, see SaaS Support Policies. [2] Email where Web access is not available. [3] Where available : Horizon Application Manager, Socialcast. [4] You are required to establish and maintain an internal help desk for your employees and act as first-line support for the SaaS product. First-line support shall include, but not be limited to: (i) a direct response to users with respect to inquiries concerning the performance, functionality or operation of the SaaS product, (ii) a direct response to users with respect to problems or issues with the SaaS product, (iii) a diagnosis of problems or issues of the SaaS product, and (iv) a resolution of known problems or issues with the SaaS product with the help of technical knowledge base articles. For more details, see SaaS Support Policies.